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Pulkit Agarwal

@pulkitagarwal

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Experienced Product Support Engineer with a passion for customer success.

India

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What I'm looking for

I am looking for a role that fosters client satisfaction and offers opportunities for professional growth.

I am an experienced Product Support Engineer with over 3 years in SaaS application support, specializing in API monitoring and cloud performance troubleshooting. My journey has equipped me with a robust skill set, including proficiency in SQL, JavaScript, and various monitoring tools like AlertSite and Grafana. I thrive on resolving complex issues and enhancing user experiences through effective collaboration with cross-functional teams, including DevOps and engineering.

At SmartBear Software, I have successfully resolved intricate SaaS platform issues, authored internal documentation to streamline processes, and improved ticket resolution times significantly. My previous role at Wipro Technologies further honed my skills in delivering Level 2 technical support, where I contributed to a notable reduction in recurring incidents through improved knowledge base content. I am passionate about building lasting customer relationships and am eager to transition into a Customer Solution Analyst or Customer Success Manager role to drive client satisfaction and platform adoption.

Experience

Work history, roles, and key accomplishments

Current

Product Support Engineer

Current

SmartBear Software India Pvt Ltd

Sep 2023 - Present (1 year 9 months)

Resolved complex SaaS platform issues related to API and web monitoring using AlertSite and DejaClick. Utilized SQL queries and log analysis for root cause investigations and service performance troubleshooting, collaborating cross-functionally with Product, QA, and DevOps teams.

AlertSite DejaClick SQL Log Analysis Grafana SaaS Support Customer Support Troubleshooting

System Engineer (L2 Support)

Wipro Technologies Pvt Ltd

May 2022 - Present (3 years 1 month)

Delivered Level 2 technical support for enterprise clients, addressing issues in API performance, cloud services, and application uptime. Coordinated with QA, DevOps, and engineering teams for incident escalations and improved internal knowledge base content, contributing to a 10% reduction in recurring incidents.

API Performance Cloud Services Incident Management Root Cause Analysis Troubleshooting Client Communication

Technical Content Writer

GeeksforGeeks

Jun 2021 - Present (4 years)

Authored and reviewed programming tutorials and articles, simplifying complex technical concepts for developers globally. Contributed to the education of developers on topics including web development, data structures, and debugging.

Technical Writing Content Creation Web Development Data Structures Debugging Education

Campus Captain

Coding Minutes

Jan 2021 - Present (4 years 5 months)

Organized and hosted coding events and webinars on campus to promote programming and software education. Utilized MS Excel and Google Sheets for performance tracking, reporting, and team analytics.

Public Speaking Team Leadership MS Excel Google Sheets Data Analysis Education Promotion Communication

Education

Degrees, certifications, and relevant coursework

Jain University

Masters of Computer Applications, Computer Applications

Pursued advanced studies in computer applications, focusing on software development, system analysis, and project management. Gained expertise in various programming paradigms and database management.

Invertis University

Bachelors of Computer Applications, Computer Applications

2019 - 2022

Completed foundational studies in computer applications, covering core programming languages, data structures, and software development principles. Developed a strong understanding of computer science fundamentals.